Jan Bárta

Experience

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  STARCOM INTERNATIONAL, s. r. o.

  Jan 2009 - Jan 2013

  Electrical Technician

  • Part-time job during my high school and a beginning of university studies (~30 hours per week)• The mechanic, driver and electrician assistant in a company engaged in the design, construction and maintenance of photovoltaic power plants

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  EKOM CZ a.s.

  Jan 2013 - Sept 2016

  Service Delivery Specialist

  • Part-time job during my university studies (~30 hours per week)• My responsibilities were creating itineraries, a hazardous waste collection, marketing and sales services and maintaining good customer relations

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  Vodafone Global Enterprise

  Sept 2015 - Feb 2016

  Intern

  • Insight into several departments, different kind of shops and headquarters of the Czech Vodafone• Training on active offering and selling Vodafone products and services• Providing information about the Vodafone offer and identify customer needs• Helping with the management and administrative activities in Vodafone shop

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  Uber

  Sept 2016 - now

  • Leading, managing and developing high performing team of 10+ CSRs• Creating and maintaining conducive working environment in which all employee’s talent, potential and skills are maximized to the fullest• Using online and phone communication channels and taking care of all customer support fields in the transportation business - Rider, Driver and Fleet partners support, Safety related issues, Social media support, etc. within a time-sensitive and demanding environment to deliver on operational KPIs• Point of contact for the teams and liaison between the teams and countries operations• Queue management - scheduling and prioritizing to make sure that the queue stays under control at all times• Workforce management - shift and holiday planning; managing administration support for the team• Driving quality improvement initiatives - facilitate QA; closing the loop• Driving performance to serve rider and driver communities; identify opportunities for additional training & development Show less • Supporting Uber customers on the Czech and Slovak markets• Delivering high-quality service across multiple support platforms (e-mail, phone), escalating issues when necessary (English, Czech or Slovak language)• Handling multiple issues simultaneously to efficiently solve a large number of inquiries• Solving user's problems and addressing unsatisfactory experiences, building loyalty among new users• The most important qualities for my job are - passion, empathy, ability to build a loyalty, triage of issues, pinch of diplomacy and in the end enthusiasm for work Show less

  • Team Lead of the Croatian and Italian Rides

    Dec 2020 - now

  • Team Lead of the Croatian, Czech and Slovak Rides

    Jun 2020 - Dec 2020

  • Team Lead of the Czech and Slovak Rides

    Dec 2017 - Jun 2020

  • Community Support Representative

    Sept 2016 - Nov 2017